Formal studies in business have shown that it takes from seven to tens times
the effort and cost to find a new customer vs. keeping an existing customer.
73 -- Larry -- W1DYJ
----- Original Message -----
From: "David Gilbert" <xdavid@cis-broadband.com>
To: <towertalk@contesting.com>
Sent: Thursday, May 20, 2010 11:24 PM
Subject: Re: [TowerTalk] How to reach SteppIR
>
>
> I don't own a SteppIR and have no direct experience with them at all, so
> my comment here is general in nature.
>
> About a year ago, out of curiosity I scanned through a very large
> informal sampling of product reviews on eHam to see how the ratings
> stacked up for various categories of complaints. I have a very low
> opinion of the accuracy of any eHam review in general, but what
> intrigued me was that the great majority of scathing reviews (ratings of
> zero or one) across all product lines and time frames were for customer
> service issues rather than product performance, quality, or
> reliability. You can hear the same type of thing on the air or at club
> meetings .... people will tolerate poor product if the supplier
> addresses problems (sometime even if they don't fix them!), but nobody
> will cut a vendor any slack at all for ignoring them. It's a pretty
> universal condition and I'm always amazed that so many companies, small
> or large, seem so clueless about it.
>
> If you want to run a successful enterprise, put staying in touch with
> your customer base at the very top of your priority list.
>
> 73,
> Dave AB7E
>
>
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